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　　Position SummaryThe Specialty Quality Patient Experience Specialist reviews escalations, survey responses, and service complaints to understand the cause of the reported experience. The review process includes identification of root cause of dissatisfaction, contributing factors, and trends related to the Specialty patient experience. Further, Specialty Quality Patient Experience Specialist supports the maintenance of reporting information leveraged by leaders of the Specialty Quality and Pharmacy Operations departments. The role will ensure deep understanding of the patient experience to support development of near and long term mitigation strategies.

　　Primary Job Duties & Responsibilities

　　Review escalations and survey responses received by the Specialty pharmacies for root cause and classify accordingly (70%)

　　Support operational business partners through communication and facilitation of meetings to present errors to the team (15%)

　　Development of continuous improvement initiatives including data analysis and monitoring (5%)

　　Record assignment of escalations and surveys in the appropriate database (5%)

　　Represent the department in meetings with the operation (5%)

　　Required Qualifications

　　1 to 3 years of relevant Specialty Operations experience.

　　Working independently and collaboratively in a cross-functional team environment to solve challenging issues and identify opportunities for improvement.

　　Proven ability to support and manage multi-faceted initiatives and use effective judgment in prioritization and time allocation.

　　Demonstrates high level of integrity, independent judgement, and initiative.

　　Demonstrates strong and effective high quality execution to meet deliverables and tasks in appropriate timelines.

　　Demonstrates flexibility to support rapid adjustments to strategy and priorities to meet changing business requirements; conveys strong sense of urgency to drive issues to closure.

　　Possesses ability to apply new innovative approaches to initiative delivery.

　　Ability to interpret and make inferences from data.

　　Preferred Qualifications

　　3 to 5 years of relevant Specialty Operations experience.

　　Excellent presentation and communication skills/techniques.

　　Good understanding of metrics, measurement of activities, productive work, rates etc. to support calculation and/or validating value/savings, building business cases and business models for value.

　　Prior experience with analysis of patient experience timeline to determine root cause and opportunities

　　Education

　　High School Diploma and equivalent experience - Required

　　Associates Degree - Preferred

　　Pay Range

　　The typical pay range for this role is:

　　$18.50 - $37.02

　　This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies. For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits

　　CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

　　You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

　　CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through [email protected] If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.